. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Beauty - Spa Etiquette Body
Whilst being some of the most relaxing treatments on your treatment menu, clients can often feel reluctant to book a body treatment, feeling anxious of the unknown and asking themselves how much of their body will actually be exposed and what parts will the therapist be touching during the treatment.
With body treatments it’s good practice to consider your clients’ feelings; what might be great for one client might be something that another client isn’t comfortable with. This again is where it’s important to talk the client through exactly what will happen during the treatment, giving them the opportunity to tell you where they might not like to be touched or what feels too exposed.
After the treatment
Once the treatment has been carried out, it’s very easy to walk away from your client and leave them to bumble around getting ready and finding their way to the reception desk, but your duty doesn’t stop here and guidance is still required and expected by your client – don’t leave you client uncertain of where to go and what to do during their visit.
Lydia adds: “Once the treatment is finished, escort your client back to the changing room and to the reception area. Your client should never be questioning what they are supposed to be doing when at your salon. By providing them with your individual attention you are able to guide them, help them feel at ease, and make the best of their salon or Spa experience.”
Let your client dress and let them know whether you’ll be back for them shortly, or where you will see them once they have taken their time to get ready. This also gives you an ideal opportunity to retail different products to your client too, but again, this is something they may not be familiar with, so take this into consideration when recommending products and try not to be too hard-sell - this could put them off coming back again.
If your business is a Spa, the procedure you carry out at the end of a treatment will probably differ to that of a salon as the client may be moving on to another treatment, they may be going on to use some of the available facilities, or they may be heading back to the changing room. Wherever the rest of their day takes them, ideally therapists should be ready to show the client where they should be next.
One personal experience that sticks out in my mind of a time where I didn’t know quite what to do or where to be was when I visited a Spa where I was left in a relaxation room wondering where to go next. After my relaxing treatment, my therapist showed me to a lovely relaxation lounge where I was able to put my feet up and lap up the luxury of some peace and quiet whilst being treated to cake. However, as lovely as
this was, nobody told me what would
happen afterwards. Do I go and collect my
clothes when I’m ready, or is someone calling back for me after a certain amount of time? These worries just took the edge off what should have
Help appointments run on time by placing a clock out of the way somewhere in your Spa.
been a chilled-out end to a luxurious treatment.
I think that this works as a great example of why it’s so important that your client knows exactly what’s happening next and where they should be as no matter how nice the treatment is, if they’re left to feel uneasy it might just stick in their mind. A relaxation area is a great place to take your client after a treatment to continue to relax, but just make sure they know where to go next and when.
Clock watching
Spas are all about relaxation, letting go and just enjoying the time away from real life. For this reason, I’ve noticed that many Spas refrain from displaying a clock, which does help you to switch off. However, when a client turns up for a Spa day or break and are given an itinerary of the day ahead, most things are booked in at certain times. I have often found it difficult to stick to appointment times when not knowing what time it is and have on the odd occasion found myself so relaxed that more time has passed than I have imagined and I’ve turned up at treatments late. Other times I’ve constantly had to badger a member of staff, asking for the correct time so as not to miss my appointment.
With the worry of not knowing what time it is and whether the therapist for the next treatment is waiting for me, I’ve often felt on edge when I should really be relaxing. To overcome this and help treatments run to time, identify a spot where a clock would ‘fit’, whether this is the changing rooms or the area where clients wait for their next treatment. That way, guests can enjoy the rest of the Spa without the time glaring them in the face, but now and then they can pop back into the changing rooms for a quick look.
These are merely guidelines to help and don’t feel the need to follow them to the tee, however having etiquette guidelines in place in your salon or Spa to fit your needs and ethos will help both your staff and clients feel comfortable throughout every treatment. Sit down with your staff and come up with a set of guidelines that all of you are able to follow.
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